Strategic CSM, ISV Cloud & AI (Canada)

Amazon Web Services (AWS); Montreal (administrative region); On-site; CAD 100,000 - 167,000; Full time

Job summary

AWS Canada is seeking a Customer Success Manager (CSM) to join our ISV team, guiding Canadian software companies through multi-year cloud, SaaS, and AI transformation journeys. You will connect ISVs with the right AWS expertise and programs, driving measurable business outcomes and governance for long-term success.

You will own the success of a portfolio of Canadian ISVs, coordinating with Sales, Solutions Architecture, Support, Professional Services, and Partners to accelerate cloud adoption

Qualifications

• 3+ years of IT and/or Management Consulting experience
• 2+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
• Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
• For Quebec location: fluency in French and English is required due to the nature of the role that requires interaction with other Amazon entities globally and with Amazon employees and stakeholders in other provinces in Canada.

Responsibilities

• Own the success of a portfolio of ISV accounts, working backwards from each customer's strategic milestones to define and execute a clear path to value realization
• Lead roadmap-to-outcome alignment sessions,
• Executive Briefing Sessions, and go-live milestones that accelerate each customer's cloud and AI journey
• Help ISVs build the governance, operating models, and data infrastructure needed to sustain long-term transformation, not just hit short-term milestones
• Support customers in adopting generative AI and agentic capabilities that are reshaping how software is built, delivered, and monetized
• Serve as the connective tissue between ISV customers and AWS teams (Sales, Solutions Architecture, Support, Professional Services, and Partner teams) ensuring coordinated, high-quality engagement
• Contribute to account planning, translating strategic goals into executable actions with clear ownership and timelines
• Identify and remove systemic barriers that slow customer progress, escalating with precision and urgency when needed
• Lead director-level engagements, co-innovation workshops, and strategic planning sessions with Product, Engineering, and Technology leadership within ISV accounts
• Help translate complex AI and cloud solutions into business cases for senior stakeholders, bridging the gap between technical teams and executive decision-makers
• Support customers through critical decision points: workload migration sequencing, AI adoption strategy, SaaS architecture evolution
• Maintain structured cadence through reporting, tracking, and health monitoring across your portfolio
• Apply structured delivery mechanisms and measurement frameworks to ensure customers realize the value of their AWS investment
• Proactively identify risks (technical, organizational, or commercial) and drive mitigation plans before they become escalations
• Challenge conventional thinking and take initiative on customer challenges, bringing new ideas, tools, and mechanisms to problems
• Bring the best of AWS and Amazon to customers, proactively solving problems by connecting them to emerging capabilities, programs, and expertise they may not know exist
• Contribute to repeatable mechanisms and internal enablement, sharing learnings from your customer engagements to help raise the bar for how AWS delivers customer success in Canada.

Job description

AWS Canada is seeking a Customer Success Manager (CSM) to join our ISV team, guiding Canadian software companies through multi-year cloud, SaaS, and AI transformation journeys. You will connect ISVs with the right AWS expertise and programs, driving measurable business outcomes and governance for long-term success.

You will own the success of a portfolio of Canadian ISVs, coordinating with Sales, Solutions Architecture, Support, Professional Services, and Partners to accelerate cloud adoption